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All Journal MEDIA KESEHATAN GIGI : POLITEKNIK KESEHATAN MAKASSAR
Sarwaningsi
Poltekkes Kemenkes Makassar
Dentistry Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Public Health Social Sciences Other

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Pengaruh Mutu Pelayanan Kesehatan Gigi dan Mulut Terhadap Minat Kunjungan Ulang Melalui Tingkat Kepuasan Pasien di Klinik Gigi IDC Dental Care Makassar Rini Sitanaya; Hans Lesmana; Surya Irayani Yunus; Sarwaningsi
Media Kesehatan Gigi : Politeknik Kesehatan Makassar Vol 25 No 1 (2026): Juni 2026
Publisher : Jurusan Keperawatan Gigi Poltekkes Kemenkes Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32382/mkg.v25i1.2324

Abstract

Oral health is a crucial aspect of supporting daily activities and general well-being. Rising public awareness regarding health has driven an increased demand for quality healthcare services. Dental clinics, as healthcare providers, are required to deliver high-quality services to meet patient expectations and foster the intention to return. This study aimed to empirically analyze how service quality dimensions—namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles, based on the Service Quality (SERVQUAL) model—contribute to patients' intention to return. An analytical survey with a cross-sectional design was employed, involving 20 patients who met the criterion of having visited the clinic at least three times. The results indicated that overall service quality was rated as excellent by the majority of respondents (90%). Further statistical analysis confirmed that all five service quality dimensions significantly influenced patients' intention to return (p-value <0.05 for all dimensions), with empathy identified as the most dominant factor. There was a significant influence of oral healthcare quality on patients' intention to return, mediated by patient satisfaction levels at the IDC Dental Care Clinic in Makassar. All service quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles) contributed positively to the intention to return, with empathy being the most dominant factor.
Co-Authors Hans Lesmana Rini Sitanaya Surya Irayani Yunus